Head - Operations and Services Development

Community Development Authority
United Arab Emirates
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 8-10 yearsEducation: bachelorsSkills: ["Leadership","Employee management","Performance review","Process improvement","Stakeholder coordination"]

Oversee operations and services development aligned with Dubai government service improvement initiatives. Lead short- and medium-term operational plans, policies, budgeting inputs, and continuous improvement of service processes and performance indicators. Manage teams and staff performance, and coordinate with Dubai’s service model center and internal stakeholders to implement service excellence standards, manage complaints and proposals, and drive innovation, benchmarking, audits, and an integrated electronic process management system.

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FursaFursa
Community Development Authority
Community Development Authority
1 day ago

Head - Operations and Services Development

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Job Summary

Oversee operations and services development aligned with Dubai government service improvement initiatives. Lead short- and medium-term operational plans, policies, budgeting inputs, and continuous improvement of service processes and performance indicators. Manage teams and staff performance, and coordinate with Dubai’s service model center and internal stakeholders to implement service excellence standards, manage complaints and proposals, and drive innovation, benchmarking, audits, and an integrated electronic process management system.
Location: United Arab Emirates
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Sr. Director level

Key Responsibilities

  • •Oversee work with Dubai’s service model center and ensure alignment with ongoing service improvement updates and follow-up methods.
  • •Develop and implement operational plans, policies, and continuous improvements for service processes and operational performance indicators.
  • •Supervise implementation of seven-star service standards across service delivery centers through field visits, surveys, evaluations, and improvement plans.
  • •Plan and manage systems and regulations related to suggestions and complaints, including handling, response follow-up, and reporting to the direct supervisor.
  • •Design and maintain an integrated operational processes framework and electronic process management system, including process monitoring, documentation controls, and periodic effectiveness audits.

Key Requirements

  • •Bachelor’s degree in Business Administration or Quality Management (or equivalent).
  • •8 to 10 years of experience in services development, excellence, or process engineering.
  • •Fluency in Arabic and English (conversation and writing).
  • •Lead and manage employees, set goals, review performance, and recommend training.
  • •Ensure compliance with approved information security policies and controls within the role’s scope.
Experience:8-10 yearsServices developmentExcellenceProcess engineering
Education:Bachelor's in Business Administration or Quality Management
Skills:LeadershipEmployee managementPerformance reviewProcess improvementStakeholder coordination
Languages:ArabicEnglish

Company Brief

Community Development Authority
The Community Development Authority (CDA) is a Dubai government entity responsible for designing and implementing social development policies, family and community services, and programs that enhance community well-being and cohesion across the Emirate.
Industry: Public Sector Agencies
Company Size: Enterprise (1,001+ employees)
Growth: Government & Public Sector
Funding: Government Funded
Headquarters: Dubai, United Arab Emirates
Website